CRM MANAGER

Shimansky; Cape Town; On-site; ZAR 520,000 - 900,000; Full time

Job summary

Shimansky is seeking a CRM & Client Communications Manager in Cape Town to implement and manage client communications across lifecycle stages. You will translate approved client-journey strategies into campaigns, automated journeys and follow-up flows, and manage ActiveCampaign day-to-day.

You will ensure client data is well structured, segments are precise, and communications before and after enquiries, appointments, or purchases reflect the Shimansky standard of personalised service.

Qualifications

• 3-5 years experience in CRM or lifecycle marketing.
• Experience with ActiveCampaign or a comparable CRM and email-automation platform.
• Strong capability in contacts, lists, fields, tags, segments and automation logic.
• Experience in luxury, jewellery, hospitality or high-touch client environments is advantageous.

Responsibilities

• Implement client communication journeys across stages from enquiry to post-purchase.
• Manage day-to-day operation of ActiveCampaign, incl. campaigns, automations and triggers.
• Build and distribute email campaigns and newsletters with correct copy, imagery and CTAs.
• Maintain accurate client data, segmentation and permission records in the CRM.
• Coordinate personal follow-up with Sales Advisors and Client Care teams.
• Monitor performance, report insights and optimise journeys and segments.

Skills

CRM

Lifecycle marketing

Marketing automation

Client communications

ActiveCampaign

Tools

ActiveCampaign

Job description

Works closely with: Founder and CEO, Marketing, Retail, Sales Advisors, Client Care and Ecommerce

CRM & Client Communications Manager

Department: Marketing

Location: Cape Town

Reports to: Growth Officer

Works closely with: Founder and CEO, Marketing, Retail, Sales Advisors, Client Care and Ecommerce

Role Purpose

The CRM & Client Communications Manager is responsible for implementing and managing Shimansky’s communication with clients across the different stages of their relationship with the brand.

Working within the direction set by the Founder, Growth Officer and broader leadership team, the role will translate approved client-journey strategies into carefully considered CRM campaigns, automated communications and follow-up journeys.

The successful candidate will manage ActiveCampaign on a day-to-day basis, ensure client information is correctly structured and segmented, and coordinate relevant communication before and after an enquiry, appointment or purchase.

This is a hands-on implementation role requiring a strong understanding of CRM and lifecycle-marketing principles, meticulous attention to detail and the ability to execute communication that reflects the personal, considered service expected from Shimansky.

Key Responsibilities

1. Implement Client Communication Journeys

• Translate approved client-journey strategies into practical CRM communication plans.
• Build and manage communication journeys for key stages, including:
• New enquiries
• Appointment bookings
• Engagement-ring consideration
• Product or collection interest
• Purchase and delivery
• Post-purchase care
• Purchase anniversaries
• Service and valuation reminders
• Previous-client re-engagement
• Events and private-client invitations
• Ensure communications are relevant to the client’s interests, purchase history and stage in the relationship.
• Identify where automated communication should be supported by personal contact from a Sales Advisor or Client Care team member.
• Monitor client journeys and recommend improvements based on engagement and feedback.

2. Manage ActiveCampaign

• Manage the day-to-day operation of ActiveCampaign.
• Build, test, activate and monitor CRM campaigns and automations.
• Set up and maintain:
• Contact fields
• Tags
• Lists
• Segments
• Automation triggers
• Wait periods
• Conditional branches
• Goals and exit conditions
• Internal alerts and advisor tasks
• Ensure that automations work correctly before they are made live.
• Regularly review existing automations and update, pause or retire outdated communication.
• Maintain clear naming conventions and documentation so that the CRM remains organised and understandable.
• Liaise with ActiveCampaign support or external technical partners when specialist assistance is required.

3. Manage CRM Campaigns and Client Communication

• Build and distribute approved email campaigns and newsletters.
• Work with the Marketing team to prepare the correct copy, imagery, links and calls to action.
• Ensure every communication is:
• Accurate
• Properly segmented
• Correctly branded
• Mobile responsive
• Thoroughly tested
• Sent to the appropriate audience
• Manage campaign scheduling and the client communication calendar.
• Prevent clients from receiving duplicated, conflicting or excessive communications.
• Use personalisation and conditional content where appropriate.
• Conduct testing to improve subject lines, timing, content and calls to action.
• Maintain Shimansky’s standards of discretion, relevance and personal service in all automated communication.

4. Maintain Client Data and Segmentation

• Maintain accurate and well-organised client records within ActiveCampaign.
• Create and manage useful audience segments based on information such as:
• Client or prospect status
• Country and location
• Product and collection interest
• Purchase history
• First-time or repeat purchase
• Preferred store
• Assigned Sales Advisor
• Important dates and occasions
• Engagement with previous communications
• Assist with importing, cleaning and deduplicating client data.
• Identify missing or inconsistent information and work with the relevant teams to correct it.
• Ensure new enquiries, appointments and purchasers enter the correct CRM journeys.
• Maintain accurate subscription, opt-out and communication-permission records.
• Apply POPIA and relevant data-privacy principles to client communication and database management.

5. Coordinate Personal Follow-Up

• Configure internal notifications and tasks when personal follow-up is required.
• Notify the appropriate Sales Advisor or Client Care team member of:
• Qualified enquiries
• Appointment requests
• High-value client activity
• Negative feedback
• Service concerns
• Reactivation responses
• Other agreed client signals
• Provide advisors with the relevant information and context required for follow-up.
• Monitor whether important follow-up actions have been completed.
• Escalate unattended or time-sensitive client responses to the appropriate manager.
• Ensure clients with unresolved service concerns do not receive inappropriate promotional communication.

6. Reporting and Optimisation

• Monitor and report on CRM and campaign performance.
• Track relevant measures, including:
• Delivery and bounce rates
• Open and click-through rates
• Unsubscribe rates
• Enquiries and appointment requests
• Automation completion and drop-off
• Client responses
• Re-engagement results
• Advisor task completion
• Data quality and profile completeness
• Identify which communications are performing well and where improvements are required.
• Provide regular, concise reports with observations and recommended actions.
• Use performance data to refine segmentation, content, timing and journey structure.
• Flag technical problems, data gaps or recurring operational issues that affect client communication.

Key Performance Indicators

The role will be measured against:

• Accuracy and reliability of CRM communications
• Successful implementation of approved client journeys
• Campaign and automation delivery against agreed deadlines
• Database accuracy and reduction in duplicate records
• Completeness of priority client information
• Correct audience segmentation
• Email delivery, engagement and unsubscribe performance
• Enquiries and appointments generated through CRM communication
• Accuracy of post-purchase messaging
• Completion of required advisor notifications and tasks
• Reduction in duplicated or inappropriate client communication
• Timely identification and resolution of CRM issues
• Quality and usefulness of CRM performance reporting

Required Experience

• Three to five years’ experience in CRM, email marketing, lifecycle marketing, marketing automation or client communications.
• Practical experience using ActiveCampaign or a comparable CRM and email-automation platform.
• Experience building and managing automated email journeys.
• Good understanding of contacts, lists, fields, tags, segments and automation logic.
• Experience managing databases and maintaining accurate client information.
• Strong campaign-management and quality-control skills.
• Experience interpreting email and journey-performance data.
• Experience working with creative, sales and client-service teams.
• Experience in luxury, jewellery, hospitality, travel or another high-touch client environment would be advantageous.
• Working knowledge of POPIA and email-marketing consent requirements would be advantageous.

Skills and Competencies

CRM and Automation Capability

Understands the principles of lifecycle communication and can confidently implement them within ActiveCampaign.

Exceptional Attention to Detail

Checks every name, segment, product reference, link, date, condition and automation path before communication is released.

Client Sensitivity

Understands that communication from a luxury brand must feel relevant, considered and personal rather than frequent or overly promotional.

Strong Implementation Skills

Can take an approved strategy or client journey